SigmaXL Support Policy

Upgrades

Upgrades are released when new functionality or enhancements are
added and are provided to our current registered customers free of charge for
one year after the initial purchase date.1

Optional maintenance
renewals may be purchased prior to the expiry of the first year for
$59.80 for one license of SigmaXL, $199.00 for one license of
DiscoverSim or 20% of the original purchase price for a
multiple license purchase. Maintenance renewals entitle our
customers to continued upgrades and technical support. Maintenance for educational licenses is
$59.80 per license of SigmaXL and $199.00 per license of DiscoverSim. Users who choose not to join our maintenance
plan may purchase upgrades for $149.50 per license of SigmaXL or
$497.50 per license of DiscoverSim.1

Technical Support

Answers to frequently asked questions and common error messages can
be found on our Help Desk.

We also provide technical support via phone at 1-888-SigmaXL
(744-6295) and
email at support@SigmaXL.com
from 9:00 am to 5:00 pm EST Monday through
Friday, excluding US statutory holidays. Live help is available on
our website during the same hours. Our Live Help availability
is always indicated on the top right hand corner of our site.

Support is provided free of charge to registered users for one year after the initial
purchase
date. Maintenance renewals entitle customers to an additional
year of support.

Unsupported Programs

Customers with unsupported or third party programs2 do not receive updates,
maintenance releases, patches, telephone assistance, or any other
technical support services for the unsupported programs.

Replacement Policy

SigmaXL
and DiscoverSim are available on CD or by electronic download. For download
orders, please make a backup of the setup file
immediately.

If a setup file is lost and the purchase is over 12 months old, the
file cannot be replaced. An upgrade to the latest version of SigmaXL
or DiscoverSim
must be purchased if the user has not joined our maintenance
program. If the user is a member of our maintenance program, the
upgrade will be supplied free of charge (electronic download only).

We recommend users make a backup of the SigmaXL
or DiscoverSim
Setup file by
copying the file to a CD and storing it in a safe place. Files are
often lost when computers crash or companies replace machines and
copying the file protects your investment. Remember, if the
license was issued over a year ago, we cannot replace it.

Please have as much of the following information as
possible when enquiring about a replacement setup file:

Date of your original purchase

Company Name/Individual who placed the order

Invoice # or purchase order # if available

Missing or inaccurate information means we have to search our
records and this can delay your request.